SWBC is seeking a talented individual to support a team of Vendor Managers focusing on the oversight of BPO operations across multiple vendors and third-party operations. Support responsibilities include, but is not limited to monitoring daily vendor performance, ensuring vendor compliance to Service Level Agreement, and adhering to vendor contractual terms.

Essential duties include the following:

Develops and maintains vendor SLA/KPI reporting and dashboards.Maintains open communication with Vendor Managers on all support needs.Assists in resolving vendor system issues.Creates and/or deletes vendor system access and credentials and supports all onboarding efforts.Performs first-level vendor invoices validation.Collects data, completes trending analysis and prepares reports to provide visibility to all vendor activities.Oversees adherence to compliance related activities.Monitors daily Teams chat activity to alert Vendor Managers to any issues or concerns.Assists Vendor Managers on other duties, as assigned.

Serious candidates will possess the minimum qualifications:

High School Diploma or equivalency.Minimum two to three (2-3) years in-bound, out-bound, or other related call center, document processing, or related experience preferably in an insurance or banking environment.Prior experience as a team lead, supervisor, or BPO oversight preferred.Strong working knowledge of audit procedures and processes, process reporting, and SLA management.Fundamental knowledge of all business lines support, and become a Subject Matter expert in a minimum of 2 support lines.Excellent problem-solving skills.Strong organizational and customer service skills.Strong written and verbal communication skills.Strong computer and keyboard skills which include MS Word and a high proficiency in Excel as well as the ability to learn multiple technology systems.Able to quickly understand information and situations and provide appropriate response.Proficient computer and accurate keyboard skills in utilizing computer applications such as MS Word, Excel, and Visio.Working knowledge of general office equipment such as phone system, copier, scanner, and the like.Self-starter and work independently.Able to sit for long periods of time performing while performing processes analysis and other sedentary activities.Able to lift up to 20 lbs. of files, supplies, documents, or other related items.

SWBC offers*:  

Competitive overall compensation packageWork/Life balance Employee engagement activities and recognition awards Years of Service awardsCareer enhancement and growth opportunities Leadership Academy and Mentor ProgramContinuing education and career certifications Variety of healthcare coverage optionsTraditional and Roth 401(k) retirement plans Lucrative Wellness Program

*Based upon employee eligibility 

     

Additional Information:

    

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

    

Please note, SWBC does not hire tobacco users as allowed by law.

    

To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.